Cristina Viray

Scheduled appointments between prospects and sales representatives and completed confirmation follow-ups. Maintained accurate lead interaction records in CRM systems and coordinated job assignments.

Conducted cold calls, qualified leads, and scheduled appointments for remodeling and home-repair services. Maintained CRM records, coordinated job assignments, and tracked service progress.

Led 10–15 team leaders through training, coaching, motivation, and performance support. Implemented company policies, best practices, and standard operating procedures.

Provided phone banking support while coaching and managing a team of 10 agents. Managed daily operational metrics and assisted agents with customer escalations.

Managed, trained, and supervised 25–29 agents while monitoring performance and service metrics. Set expectations, coached team members, identified deficiencies, and developed action plans.

Reviewed agent performance against client and internal quality standards. Conducted live-call and recorded-call monitoring and documented observations.

Supported a US-based Pizza Hut customer service account with floor support, learning sessions, coaching, and feedback. Helped drive team metrics and monitored service-level performance.

Handled customer issues and escalated calls for the Dollar Thirty Automotive Group. Resolved complaints professionally, offered alternatives, and reported customer-feedback trends for improvement.

Delivered customer service for Dollar Thirty Automotive Group car-rental clients. Identified and reported complaint trends to support service improvement.

Handled customer requests, processed applications, maintained records, and responded to client feedback. Generated outbound contacts, identified sales opportunities, qualified leads, and supported sales reporting.

Pursued a Bachelor of Science in Nursing at Our Lady of Fatima University from 2003 to 2005.

Completed secondary education at Lawang Bato National High School from 1999 to 2003.